The Client Success Manager will serve as the main point of contact for our portfolio clients, working with them to ensure application health, detect risks, and proactively address client concerns. Delivering an outstanding customer experience during onboarding and support ensures our success. This is a TECHNICAL/IT role, not a sales role – it’s about customer experience via onboarding and account management.
Key Responsibilities
Serve as the main point of contact for portfolio clients
Monitor clients health, detect risks and proactively address concerns
Provide an excellent onboarding experience to new customers
Communicate with client and internal stakeholders
Identify and manage project work structure, tasks, deliverables, milestones, and dependencies
Interface with clients and the business team to determine solutions to problems
Create, manage and organize project documentation
Ensure that all project work is reviewed and meets quality & accuracy requirements
Analyze project success vs. challenges to improve on processes to make each new project more successful than the last
Think outside the box! Identify workarounds to achieve our goals
Requirements
Experience Requirements
Strong analytical and problem-solving skills
3-4 years of experience in technical support/troubleshooting
A commanding desire to learn and succeed in technology
Excellent written and verbal communication skills (English)
Ability to work in a team and autonomously
Great interpersonal relations
Creativity and innovation is a key success factor
Knowledge of any of the following industry sectors is a plus: insurance, mortgage, banking, for-profit education, solar, technology
Scrum experience a plus
Full-stack engineering is a huge plus
College degree in Computer Science, Information Systems, or equivalent preferred
Behavioral Requirements
Integrity is fundamentally important to you
Authentically curious, you love learning and improving yourself
A desire to do brilliant things!
You are naturally entrepreneurial
You are streetwise
Team player with good collaborative skills
Ability to quickly adapt to change
Enjoys a fast-paced, dynamic, challenging work environment
